Bush Bell

About Bush Bell

Experience building and directing best in class service organizations in the healthcare, consulting and hospitality industries. Managed multi-million dollar revenue operations, strategy development, marketing, accounting, human resources, IT, loss prevention, facilities management and customer service initiatives. Effective leader who achieves balanced goals of customer service, employee engagement and operating profitability. Co-chair of Customer Focus team winning the 2009 Malcolm Baldridge National Quality Award. My Accomplishments Include: Developed and deployed a system-wide quantitative measurement process. Inpatient customer service scores increased from 17th to 70th percentile in two years. Created service recovery training and data collection/analysis processes. Developed communication strategy about healthcare reform, ACOs, HCAHPS and customer experience targeting physicians. Created Patient & Family Advisory Council to provide an on-going process for community members and patients to deliver input and recommendations to senior leaders. Opened eight full service and limited hotels. Led capital projects of over $4mil. Specialties: Customer Service Improvement Customer Experience Measurement Team Building Strategic Planning Operations Management Patient Advocacy Financial Management Six Sigma/Lean Consensus Building Studer Group tools HCAHPS/CAHPS Consulting Relationship Building Emergency Response Training Coaching

Experience

1. Patient Experience Officer

   UVA Health

   Nov 2013 — Present · Charlottesville, VA, US

   The University of Virginia Health System is an academic health care center associated with the University of Virginia. The health system includes a 604-bed medical center, level I trauma center, nationally recognized cancer and heart centers and primary and specialty clinics throughout Central Virginia. The system also includes a highly respected school of medicine, nursing school, and health sciences library.Responsible for the leadership, design and implementation of initiatives that promote a culture of patient-centric care which embodies and emphasizes outstanding service and compassion. Presents the ‘Voice of the Patient’ and collaborates with senior leaders, medical staff and departmental directors to ensure that all patient experiences embody the highest degree of service and compassion.

Education

• Temple University

  Master of Business Administration

• University of Tennessee

  Bachelor of Science